My gear is lost, stolen or damaged

Claims for luggage and personal effects are one of the most common claims from customers. Here are some tips to help you out if something happens to your luggage.

The policy offers cover for permanently lost, stolen and accidentally damaged luggage items however, there are conditions that apply.

Here are some guidelines - Firstly, "luggage"; is defined as:
"any personal items owned by you and that you take with you or buy on your trip and which are designed to be worn or carried about with you. This includes items of clothing, personal jewellery, photographic and video equipment or personal computers, or electrical devices or portable equipment. However, it does not mean any business samples or items that you intend to trade."

  1. If you have something stolen by humans you will need to report the incident to the police and other appropriate authority within 24 hours of being aware of the loss. While we understand that this can be a challenge in a country where you don't speak the language and payment may even be required, it is a condition of the policy that needs to be met in order for a claim to be considered.
  2. If you lose something you still need to report it to the police or other appropriate authority. We understand that at times a loss may occur in a national park 3 days away from any police station, so once you return to civilisation, report your loss to the police.
  3. If your item is lost, stolen or damaged while on public transport or in your accommodation, you can get a report from the transport/accommodation provider. If stolen, then a police report is also required.
  4. Provide receipts for the items that have been lost/stolen/damaged. If you don't have receipts, then provide warranty cards, the box that the item was in, the manual and/or a copy of the bank/credit card statement when you purchased it. If it was a gift from a friend, ask if they have the receipt or statement from when they purchased it. What we are looking for is proof that the item was yours.
  5. An excess will be deducted from each luggage and personal effects claim, unless you removed the excess when you purchased your policy.

We may ask for translations of documents because even though we have many different languages in the company, we can't be across all languages. If you can get the translation done before you put your claim in that will speed things up.

Last updated: 28 November 2016

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